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Your Policy On A Customer-Broken Piece?


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#1 woody b

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Posted 08 February 2014 - 10:43 PM

Hi, folks.  Question for you:  what is your policy when a customer breaks one of your pieces at a show?  Not a piece they've purchased, but someone who accidentally drops or bumps a piece in your booth.  Is it "you break it, you bought it"?  And if so, do you offer a discount (perhaps to whole price) to lessen the pain?

 

Thanks in advance!  I've got my first real shows in a couple months and am trying to be ready for anything and everything. 



#2 neilestrick

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Posted 08 February 2014 - 10:53 PM

Depends on the circumstance and the pot. If its not an expensive piece and they offer to pay for it and it was an honest mistake, I would probably let it go. But if they're being careless or try to sneak out or get arrogant then I'll ask them to pay 50%. Or more if they're a real ######## about it.
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#3 neilestrick

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Posted 08 February 2014 - 10:55 PM

Can't believe they censored that word! It can be a Steve Martin movie title but I can't use it here?
Neil Estrick
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#4 Mark C.

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Posted 08 February 2014 - 10:59 PM

Sometimes its just an honest error and its no big deal, really depends on the attitude.

My policy is buy one the same price or give me 1/2 the money-this has always been fair and people know it-I use this when needed for all to feel better

Usually they want to pay something and I say buy one of equal value and they are very happy-sometimes they just want to pay and take nothing.

I have had a lot of experiences with this and I just clean up the mess deal with them and move forward-nothing like folks scattering when pots or glass smashes .

Mark

 

Neil

I have never been censored  yet but I do know that word

they run a tight ship here


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www.liscomhillpottery.com

#5 Evelyne Schoenmann

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Posted 09 February 2014 - 04:03 AM

It really depends on the price. I would say up to 100 bucks I would let it go. Maybe they would be so happy that they come again and buy someting, or tell other people how nice I am and then THEY buy something. You never know! If the price is more than 100 bucks, well, that would end in a discussion how to solve the problem. I would ask the poeple who broke the piece to make a suggestion how to settle it amicably.

 

If I were you woody b, I would put the more expensive pieces not in front of the booth, where people stroll with bags and huge backpacks on their backs...

 

I wish you joy and success for your first real show woody! Fingers crossed.

 

Evelyne


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#6 Timseeclay

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Posted 09 February 2014 - 12:33 PM

I have been lucky and only had to deal with three broken pieces at A&C shows. One was a drunk lady who dropped a teapot lid when flipping over the teapot. She stumble/ran away a cop saw it happen and brought her back she refused to pay anything and the cop asked I wanted a statement to take her to small claims court, I did not waste my time.

 

The next one was a lady who dropped a little pourer while picking up another piece. I was going to let it go but she wanted to get the only other little pourer I had ($90) she wandered in my booth for a while and chatted, she had a volunteer shirt on. While bagging up someone else the lady left. when packing down  noticed the pourer gone, she stole it. She dropped the other one while trying to conceal it.

 

So the last one, which happened this year got my full fury. the piece was fragile and placed on a high shelf with a sign that could not be missed saying please ask for assistance. It looks like metal (she thought it was) and turned a handle that snapped off in her hand. The claimed it was broken when she picked it up, but I heard it break. Got her name and info and was telling her that if she didn't pay for the piece I would follow up in small claims court. She negotiated a price that was about wholesale and wrote me a check... If you guessed it was a bad check you win.

 

Not sure what I will do the next time but I at least want to get the interaction on video. 



#7 Chris Campbell

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Posted 09 February 2014 - 05:52 PM

I think the 1/2 price or buy another piece of equal value is a good solution that leaves everyone feeling good.

 

BUT ... be prepared for unusual things as seen above!

I had a small child break a $15 item ... he started to cry and his Mom was upset that he broke it etc ... I just smiled and said " accidents happen, please don't worry ", cleaned it up and they moved on. I got sales afterwards from people who commented on how niceIy handled it .. so win/win.

 

This summer I will be in my first outdoor crafts show in ten years ... I guess that is officially long enough to forget why I don't do them anymore. :unsure:


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#8 woody b

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Posted 09 February 2014 - 07:30 PM

Thanks, all!  I appreciate the good advice, even though it came from bad experiences.  As many of you have shown, it seems like a good attitude is one of the most important items I can pack for the show.    :)



#9 clay lover

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Posted 10 February 2014 - 09:25 AM

There is a fine line between 'the customer is always right', and ' get the he!! out of my booth'.  Good luck is finding it! After many shows, I'm beginning to smell the mess coming.  Never had a break, but have had theft and crazies.



#10 Mark369

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Posted 25 February 2014 - 07:47 PM

 I am more worried about some one getting cut than the breakage of an item.


Everything tastes better with cat hair in it !

 

Curiosity may have killed the cat, but it died knowing something! :wacko:


#11 Mark C.

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Posted 25 February 2014 - 10:06 PM

I have had plenty of broken pottery happen in my 40 years of doing shows  in my booth and the only one cut ever has been me.

I do carry liability insurance for your concerns (cuts or swallowing a sponge holder or spoon rest or face plants into my rack) in this sue happy world.

Mark


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